Call Center Customer Relationship Management (CRM) 4 — Questions and Answers
Question 1: A customer threatens to cancel their service. Which CRM tool helps the agent respond with an appropriate retention offer?
- The agent's personal judgment only
- A retention or save-desk workflow with authorized offers in the CRM (Correct answer)
- Placing the customer on indefinite hold
- Transferring the call to voicemail
Correct answer: A retention or save-desk workflow with authorized offers in the CRM
CRM retention workflows guide agents through approved save offers based on the customer's value and history.
Question 2: What is 'lead scoring' in a CRM used by outbound call centers?
- Rating agents on their sales performance
- Ranking prospects by their likelihood to buy so the best leads are called first (Correct answer)
- Counting how many calls a lead has received
- Scoring the audio quality of each call
Correct answer: Ranking prospects by their likelihood to buy so the best leads are called first
Lead scoring ranks prospects by conversion likelihood so agents prioritize the most promising contacts.
Question 3: An agent updates a customer's record with the note 'angry, rude person.' Why is this poor CRM practice?
- Notes should be objective and professional since customers may legally request their data (Correct answer)
- Notes should always be written in all capital letters
- Agents should never write notes about difficult calls
- The note is too short to be saved
Correct answer: Notes should be objective and professional since customers may legally request their data
CRM notes should describe facts, not judgments, because customers can often access their records under data-access laws.
Question 4: Which scenario best illustrates cross-selling driven by CRM data?
- Offering internet service to a caller whose record shows they only have a phone plan (Correct answer)
- Asking every caller the same scripted survey
- Upgrading a customer to a larger version of their current product
- Cold-calling numbers from a purchased list
Correct answer: Offering internet service to a caller whose record shows they only have a phone plan
Cross-selling uses the customer's existing product data to offer a complementary, different product.
Question 5: A CRM dashboard shows a spike in repeat contacts about billing. What should management do first?
- Hire more agents immediately
- Investigate the root cause of the billing contacts (Correct answer)
- Delete the repeat contact records
- Shorten agent breaks
Correct answer: Investigate the root cause of the billing contacts
Repeat-contact spikes signal an unresolved root cause that should be diagnosed before adding capacity.
Question 6: What is the main risk of agents keeping customer details in personal spreadsheets instead of the CRM?
- Spreadsheets load too slowly
- Data becomes siloed, inconsistent, and invisible to the rest of the organization (Correct answer)
- Spreadsheets cannot store phone numbers
- The CRM will automatically delete the agent's account
Correct answer: Data becomes siloed, inconsistent, and invisible to the rest of the organization
Off-system records create data silos that break the shared, single source of truth a CRM provides.
Question 7: In CRM terms, what is a 'case' or 'ticket'?
- A physical folder of printed call logs
- A tracked record of a specific customer issue from creation to resolution (Correct answer)
- The container holding an agent's headset
- A monthly invoice sent to the customer
Correct answer: A tracked record of a specific customer issue from creation to resolution
A case or ticket tracks one customer issue through statuses until it is resolved and closed.
Call Center Customer Relationship Management (CRM) 4
A customer threatens to cancel their service.
Which CRM tool helps the agent respond with an appropriate retention offer?